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HFT_marvin
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Trouble printing with officejet 8720 (network)

HP Recommended
officeJet Pro 8720
Microsoft Windows 10 (64-bit)

I can't print any doxument on the officejet pro 8720 of my company.

My colleagues don't have a problem, therefore the printer is well connected to the Wfi network, and the problem is on my laptop....

 

Symptoms :

Was able to print untill july, something like this, then not a single page...

 

Able to see the printer but its statut in windows UI is "error" once i've tried to print in a windows session, when it's Ready and connected in HP software

When trying to print somenthing, the document stays in the spooler with "error printing" statut. Clearly there is somenthing with it, because the print and scan assistant sees a problem with the printing queue. The print test from hp print and scan doctor does not work.

 

I thnk i've tried anything...

restart several times

uninstall and reinstall hp software several times

Run hp print and scan doctor

try to emty the spooler

 

You name it

...

 

Please if you answaer to this message, don't start by telling me to uninstall/reinstall hp drvers, i think i've done it 5 times...

 

thx in advance

 

6 REPLIES 6
Kumar0307
HP Support Agent
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Message 2 of 7
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@HFT_marvin, Welcome to the HP Support Community!

 

Is the printer connected wireless or using an Ethernet cable to the PC?

  • Make sure the printer and the PC are connected to the same wireless network.
  • This printer supports only 2.4GHz network.

Check the connectivity between the printer and the PC

  1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
  2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
  3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
  4. Go to Tools > Print a test page.

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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HFT_marvin
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                    Make sure the printer and the PC are connected to the same wireless network.

Of course it is.

                   This printer supports only 2.4GHz network.

I understand. This printer works with my colleagues' laptop

                    Go to Tools > Print a test page.

It has been printed.

 

Printing still is not working from a pdf or Ms Office document.

 

Thx for your help.

 

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Kumar0307
HP Support Agent
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@HFT_marvin, thank you for the response. Let us try these steps: 

 

Install the printer using windows built-in driver

Click here to know how.

 

Alternatively, use HP Smart app to print and check if that helps.

Click here to download and know more about HP smart app.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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HFT_marvin
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Hi, and thx again for your help.

I suppressed the printer from the printer admin console.

I tried to install a new printer with w10 built in driver following your link.

I failed. My laptop can't see the printer (I can't acces with directly putting the IP adress of the printer), though it sees the printer with "DIRECT" written before the name. Tried to install it, but it is asking for a wps pin code. 

Then it messes up with my wifi qualcomm atheros card. I can't acces internet for 5 minutes, untill i put plane modes several times, then i get my internet connection back.

 

I tried before and cant print within the hp (not so?) smart app.

 

 

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sandytechy20
HP Support Agent
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@HFT_marvin

 

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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HFT_marvin
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3 months without printing and I finally am able to print!

the solution to my problem was given in this thread :

https://h30434.www3.hp.com/t5/Inkjet-Printing/How-do-you-designate-the-correct-port-for-wireless-pri...

Don't know why, don't wanna know but I re installed for the zillionth time my printer, but this time not following the automated way of windows 10, but following infos in the cited link, and know I am able to print.

Hurray! 

(Not thank you Hp or Microsoft fot the 10+ hours I wasted on that problem)

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